Enterprise Implementation Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

The Enterprise Software Implementation Consultant is responsible for successfully implementing complex software offerings in a dynamic enterprise customer landscape where each implementation is customized to the school systems, business process and needs. The position has ownership of the customer’s success starting with initial discovery sessions, through a seamless customer transition to support. 

Success in this position requires a partnership with each customer to understand their business and consult on the best possible way to use our software offerings to meet their needs. The position will provide software consulting including gathering detailed requirements and user stories to understand how the software can be utilized or enhanced to solve business problems. Project ownership can extend 12+ months, during this time, this position is expected to interact with all levels of the customers organization to achieve results for their clients. From executive level presentations, to front line user training, this position represents Heartland School Solutions to our largest customers. To be successful in this position must be a subject matter expert in multiple software offerings and in k-12 food service operations. This position requires professional conversations with clients daily regarding general or complex questions and/or system problems. As such, the representative needs to be responsive, proficient, and passionate about their customers' success in any work they perform for their clients. It is imperative the Enterprise Implementation Specialist is approachable, consistent and forward thinking to address the client’s ongoing issues and future needs.

Duties and Responsibilities

• Provides world-class remote and onsite training to enterprise customers

• Applies a consultative approach to software implementation projects to ensure the solution meets the business need

• Assists Project Managers in coordinating long, complex projects: Proactive Process Improvements to process and solutions. 

• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.  

• Trains support teams on details of each enterprise account

• Trains New hires and Support teams: software products, enhancements. 

• Understands and partners with foodservice operations to improve efficiency 

• Subject Matter Expert for Enterprise software products that support the K-12 foodservice industry

• Resolves complex support issues for enterprise accounts

• Responds to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner. Willingness to help support Calls, Cases outside of implementations. 

• Collaborates with Tier 3, Product, R&D and leadership to implement and support customers

• Creates requirements for, submit, and manage the life of enhancement requests for customers

• Able to negotiate alternatives, knows when to escalate a problem, or when to ask for assistance in dealing with the various problems reported. 

• Highly qualified in problem-solving, troubleshooting, and customer service skills

• Professional presence with a calm, patient, listening demeanor that can thrive in high-stress environments

• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques. 

• Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel. 

• Must employ clear, concise and grammatically correct verbal and written communication skills, as well as apply professional customer service skills during all interactions with customers.   

• Installs software and hardware both remote and at customer’s sites

• Facilitates and administers training, as necessary, at various company-sponsored training seminars; develops associated training curriculum and materials